Frequently Asked Questions

Frequently Asked Questions:

Ordering:

If you haven't received an email confirmation of your order, please add "" to your email's whitelist, and check your spam, bulk or junk mail folder!

Q: Why haven't I received my order confirmation?

A: You should receive an emailed confirmation within one business day of placing your order. Please check your email's spam, bulk or junk mail folder for an email from , with "Your Order Confirmation" in the subject. You may want to add to your email whitelist or "exceptions list", so emails from us won't be marked as spam. (Don't worry, we don't maintain a mailing list or send out unsolicited emails. Our privacy policy is listed at the bottom of this page.)

Q: How do I see what's in my shopping cart, or check out and pay for my order?

A: Scroll down to the bottom of any page; you should see the "View Cart" button at the bottom left.

Q: Can I place my order over the phone?

A: Our shopping cart is set up for online transactions only; we can't take phone orders. If you have questions before placing your order please let us know.

Q: What are my payment options?

A: We accept MasterCard, Visa, American Express, Discover, and Paypal or eCheck payments, via our online shopping cart. We can also accept Western Union payment; please click here to ask about payment via Western Union.

When converting other currencies to U.S. dollars, Paypal may charge an extra fee above the current exchange rate. eCheck payments (which are debited from your bank account) usually take 4-9 days to clear.

Q: Do I need so sign up with Paypal to purchase something?

A: No. During checkout, click "Continue" near where it says "Don't have a PayPal account?" to enter your credit or debit card information without signing up for an account. If you want to pay via eCheck, you will need a Paypal account. eCheck payments usually take 4-9 days to clear.

Q: Is my credit card information secure during checkout?

A: Yes. During checkout, you're taken to a secure page on Paypal's site to enter your shipping and payment information. You can verify that the page is secure by the "lock" icon at the bottom of your browser. Paypal handles your financial information internally; we never see it. Paypal's privacy policy is available here.

Q: Why do you ask for my phone number during checkout?

A: Your phone number is needed so that the shipping company can try calling you if they have trouble delivering. We will not call you unless you ask us to, nor will we use your phone number for any other purpose.

Q: Do I need to pay sales tax?

A: Orders shipped to addresses in New York State must pay 8% sales tax on the total price, not including shipping. We don't collect tax on shipments to other states or other countries, however recipients in other countries may be assessed VAT taxes or fees upon delivery, which they are responsible for paying.

Shipping:

Q: Do I need to pay shipping on each item?

A: No. The shipping charge is the same flat-fee amount whether you order one item or more than one.

Q: Do you ship internationally? Do I have to pay duty or customs fees?

A: Yes, we can ship outside of USA & Canada for an additional shipping cost. Please let us know what you'd like to order and where you live, and we'll reply with a link to place the order. Click here for a list of countries that we cannot ship to.

The recipient is responsible for paying any VAT, duty or other fees assessed upon delivery. Unfortunately, we have no control over such fees, which are calculated and collected by the local delivery service. Depending on your country, these fees can be 20% or more of the price. Countries have various policies about customs and VAT / duty fees; some waive the fees for shipments valued at under a few hundred dollars. Be aware that you may have to pay fees or taxes in cash upon delivery, or you may even receive a bill days or weeks after receiving your shipment! Email with any questions about shipping to your country.

Q: Can you ship to an address in a different country than my billing address?

A: Unfortunately we cannot do this due to fraud concerns. If the order is intended as a gift, we'll ship it to you and let you send it to the recipient.

Q: Are there any countries that you don't ship to?

A: Yes, please click here for lists of countries that we can and cannot ship to. We apologize if we're unable to ship to you, but we must abide by the anti-fraud rules set by our credit card processor.

Q: How will my order be shipped?

A: Orders are shipped via whatever service is specified on the product webpage. Usually products are shipped either via Postal Service priority mail or UPS ground.

If you prefer a different shipping method such as DHL or FedEx, please email before ordering; we should be able to accommodate you. Note that shipment via another express delivery service will usually cost significantly more than shipment via the Postal Service.

Q: Where's my order? I was told it was shipped two weeks ago but I haven't received anything.

A: Please email us and we'll see if we can help track it down.

Q: Can I cancel my order after I've placed it?

A: If you can email us within 12 hours of placing your order, and we receive your message before shipping the item, then we may be able to cancel it and promptly refund your payment. Please understand that we try to ship as quickly as possible, and cannot guarantee the ability to cancel your order.

If your order is shipped before we receive your cancellation request, then you may return it per the terms below.

Q: How do I return something?

A: Please email and let us know whether you'd like a refund, an identical replacement item, or a different item in exchange. We'll include the address where you can send the item in our reply.

We accept returns within 30 days of purchase, except for warranty coverage which typically extends six months from the date of purchase. You do not need an RMA number to return something, we just need to know who under whose name the order was placed. We reserve the right to charge a 15% restocking fee on some returns, and we charge for shipping on replacement items. Items must be returned in like-new, working condition, with all accessories, cables, manuals, software and packaging included. If these terms are not met, we reserve the right to refund only partial payment, or to deem the merchandise in "non-returnable condition" and ship it back to you with no refund given.

If your item was damaged in shipment, or is "dead on arrival", please click here, or email us for instructions!